Customer Mania! by Ken Blanchard, Jim Ballard & Fred Finch

Create Exceptional Service Through Customer-Focused Leadership

Good Condition – light shelf wear with some edge wear, minor scuffing to the dust jacket, page edges lightly tanned, and a small tear to the dust jacket at the top of the spine.

Customer Mania! explains how organisations can build a culture in which serving customers becomes everyone’s responsibility. Ken Blanchard, Jim Ballard, and Fred Finch examine the leadership practices, employee development, clear values, and consistent systems needed to turn customer service from a slogan into daily behaviour. The book emphasises that enthusiastic customers are created by engaged people who understand the organisation’s purpose and have the support to act on it. Practical lessons show how leaders can define service expectations, communicate priorities, recognise strong performance, and learn from customer feedback. Written for managers, business owners, and service teams, this accessible guide offers a framework for strengthening loyalty, improving the customer experience, and creating an organisation that people are proud to work for and recommend.